Telemedicine and Telehealth Service
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FAQ:
Medpod Technical Requirements
Browser
- Non-iOS Devices: Google Chrome (or Microsoft Edge)
- iOS Devices: Safari
Internet Speed: Minimum Upload speed should be at least 1.5 to 2.0 mbps
Mobile Device or Desktops: Medpod Video Visits will work on the following platforms (Utilizing the appropriate browser):
- Windows PC
- Apple Macintosh (Laptops and desktops)
- iOS Devices (iPhones and iPads)
- Linux PC
- Windows Tablet
- Android Tablet
Desktop Computer Requirements: Desktop computers must be equipped with camera, microphone, and speakers and have adequate CPU power to process video (i3, i5 or i7)
Mobile Device Requirements: Mobile devices must have a video camera, microphone, and speakers and be enabled to “Allow” access to
- Location
- Camera
- Microphone
Operating System:
- Microsoft Windows 7/8/8.1/10 or latest
- Mac OS X 10.7.5+ or latest
- IOS 12.2 or latest
- Android 5 or 6 or latest
- Linux Fedora or Debian distributions
CPU Recommended:
- Intel Core i3, i5 (3.3 GHz or higher)
- Intel Core i7 (3.0 GHz or higher)
RAM: 2GB minimum, 4GB or more recommended
Web Camera Recommended:
- Logitech c910, c920, c930e
- Logitech Conference Cam CC3000e
- Any good quality USB or built in webcam capable of 720p video and equipped with a microphone
Audio: Any good quality speakers
Bandwidth
- For HD (1280×720 pixels) resolution at 30 frames/sec, we recommend 2Mbit/sec (which will support 2 streams, e.g. main video + plus a scope, or main video and an interpreter)
- Full HD (1929 x 1080 pixels) resolution require double bandwidth and nHD (640×360 pixels) require a quarter of the HD bandwidth
Q: My computer is not connecting
- Are you connected to the Internet?
- Is the connection sufficient?
- If the connection speed seems slow, perform a speed test
- Type “Speed Test” into your browser and select one to test
- Upload speed should be at least 1.5 to 2.0 mbps
- What computer or device are you using?
- Are you using the required browser?
- Non-iOS Devices: Google Chrome
- iOS Devices: Safari
Q: I’m connected, but there is no video / just received an error
- Is there a camera installed on the computer/device?
- Is the camera “Allowed” through the Chrome (Android) or Safari (iOS) browser?
- Is the camera hooked up to their computer?
- Is the camera on?
- Is the camera accessible?
Q: I’m connected, but I can’t hear
- Do you have external speakers?
- Are they plugged in and/or turned on?
- Are the microphone or speakers “Allowed” through the Chrome (Android) or Safari (iOS) browser?
- Is the speaker volume on and/or turned up?
Q: How long does it take for the session to timeout due to inactivity?
- 15 minutes, please be sure to engage in some activity with your device or computer to prevent a timeout
Q: If I am using a phone, what is the best screen orientation?
- Landscape: Turn phone to a LANDSCAPE orientation so that patients and providers can see a full view of each other; phones may need to have settings adjusted to allow for screen rotate
- Android
- Most devices: Open Settings – Accessibility – Turn on Auto-rotate Screen
- Samsung Galaxy devices: Swipe down on screen to access Quick Settings, ensure Auto-rotate screen is enabled (not locked)
- iPhone
- Open the Control Center
- With Face ID: Swipe down from top-right corner of screen
- With a Home Button: Swipe up from the bottom edge of the screen
- Android
Q: How do I allow the required Medpod website access to my Location, Camera, and Microphone?
- Medpod video visits requires access to Location, Camera, and Microphone settings on your device. See below for options to allow access for future Medpod website visits.
- Android devices using Chrome:
-
- While in the Chrome app, to the right of the address bar, tap More (triple dots) – Select Settings – Site Settings
- Select “Location”: If the Medpod URL does not show in your “Allowed” list, select “Blocked”, locate the URL, click on it, under Permissions select Access your microphone, click “Allow”
- Select “Access your camera”: If the Medpod URL does not show in your “Allowed” list, select “Blocked”, locate the URL, click on it, under Permissions select Access your microphone, click “Allow”
- Select “Access your microphone”: If the Medpod URL does not show in your “Allowed” list, select “Blocked”, locate the URL, click on it, under Permissions select Access your microphone, click “Allow”
- While in the Chrome app, to the right of the address bar, tap More (triple dots) – Select Settings – Site Settings
- iPhone / iPad using Safari
- Open Settings – Select Safari – scroll to:
- Camera – Camera Access on All Websites – Ask or Allow (To allow all)
- Microphone – Microphone Access on All Websites – Ask or Allow (To allow all)
- Location – Location Access on All Websites – Ask or Allow (To allow all)
- Open Settings – Select Safari – scroll to:
Q: I’m using an iPad and cannot connect
- Make sure all “Content Blockers” are “Off” for the Medpod website and that Camera, Microphone, and Location are set to “Allow”